Forum Discussion

kaidog's avatar
kaidog
Freshman
6 years ago

Slow, dropping connection, state code 12.9.1

Hello everyone! We have noticed that our connection speeds have degraded precipitously. I thought it might be weather until this week, when our skies have been clear and lively. I opened our HT2000...
Performance
  • kaidog's avatar
    kaidog
    6 years ago
    A very nice and knowledgeable Hughes tech came out yesterday morning. He adjusted the antenna and reset the modem. Download performance and signal improved. However, upload performance remained terrible. I looked at him and said, ‘Transmitter?’ He agreed it was worth a shot and popped a new radio into the dish.After nearly a month of our drops and resets and timeouts, everything is working astoundingly well. It’s like a completely new system. I think the radio must have been sputtering out for a while, even though we’ve only had the service since April.

    I really appreciate the responsiveness, particularly after the multiple runs with tech support. My 89 year mom has dementia and calls us obsessively when she is agitated, usually first thing in the morning. It was *great* to pick up the landline when she called today and talj her out of her confusion... rather than ignoring the phone & trying to call her back on my work cell, which is iffy at best in our mountainous area.

    THANK YOU Felicia for breaking the logjam. You are the best! ❤️❤️❤️❤️
GabeU's avatar
GabeU
Distinguished Professor IV
6 years ago

kaidog 

 

First and foremost, please do not use the reset button on the modem unless instructed to do so by a rep.  Doing so can cause more harm than good.  Also, please do not re-register the modem unless instructed to by a rep.  These two things are not meant to be user friendly options, and are only meant to be performed under the direction of a HughesNet representative, like they instructed you to do while on the phone.

 

A rep will most likely want to run remote diagnostics on your HughesNet equipment, so make sure to leave the modem plugged in.  A 12.1.9 state code can have a few causes, but the remote diagnostics will help point to the next step the rep needs to take, whether it be more troubleshooting, a modem replacement or a tech visit.  

 

The reps are on M-F from approximately 8AM to 5PM EST, though there is sometimes one on during the evening.  If you don't get a reply from one this evening, you probably will tomorrow.

  • kaidog's avatar
    kaidog
    Freshman
    6 years ago
    I’m sorry if I wasn’t clear, but I DID do those things under the direction of a rep. Twice. Two different reps.

    • kaidog's avatar
      kaidog
      Freshman
      6 years ago
      It’s quite frustrating. I was on the phone with them for over two hours. The first rep had me do all the resets and re-registration. Then the line dropped and no one called back. I had to call Hughes back and start over with a second rep. He did diagnostics and resets on his end, after which my system hung for a half-hour while he told me to just wait, it would come back. After 30 minutes on hold, he had me unplug and re-plug everything and assured me it would be fine. As soon as I got off the phone, dead again.

      I’m *not* thrilled with Hughes. I’m considering paying the early termination fee and dumping them completely. We don’t stream media, and frankly I get better internet from my Verizon phone.
    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      6 years ago
      kaidog wrote:
      I’m sorry if I wasn’t clear, but I DID do those things under the direction of a rep. Twice. Two different reps.

      That's fine.  I misunderstood and thought that you had performed those actions on your own, then did so again, but with the second time being under the direction of the phone reps, or vice versa.  Thank you for the clarification.  

       

      Edit:  The reps you'll deal with here are corporate based reps.  These reps also have direct access to the engineers, so if they aren't able to determine the cause of a problem, they're able to contact those who can.  It's a different, and better (in my opinion), avenue of receiving help.  :)   

      • kaidog's avatar
        kaidog
        Freshman
        6 years ago
        I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).

        Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.

        https://www.hughesnetinternet.net/reset-your-hughesnet-modem/